What membership options do Better have?
We have a fantastic range of memberships from prepaid to pay and play, concessionary to corporate. There is something available for everyone. Have a read of our membership options
When do I get my membership card?
A membership advisor will issue this to you on your first visit to the centre. Please ensure you take a valid photo ID with you and you may be asked to have a photograph taken for verification purposes.
I've lost my membership card, what do I do?
Just re-order one with the reception team at your centre, however please be aware there may be charge for this, but just check with the team.
Can I pay cash for my membership?
We are currently operating as cashless, all memberships can be set up online via prepaid options to pay monthly which can only be paid with direct debit or an annual fee.
Do you have corporate memberships?
Yes we do! We have various options to suit, from discounted pre paid membership, please visit the membership page for details
What centres can I use my Better Racquets membership at?
- Burnt Oak Leisure Centre
- Church Farm Swimming Pool
- Hendon Leisure Centre
- Crystal Palace National Sports Centre
- Dormers Wells Leisure Centre
Epsom & Ewell
- Rainbow Leisure Centre
- Warehouse Sports Centre
- Waterfront Leisure Centre
- Britannia Leisure Centre
- Clissold Leisure Centre
- King'S Hall Leisure Centre
- Queensbridge Sport & Community Centre
Hammersmith & Fulham
- Hammersmith Fitness & Squash Centre
- Phoenix Fitness Centre & Janet Adegoke Swimming Pool
- Botwell Green Sports And Leisure Centre
- Queensmead Sports Centre
- Brixton Recreation Centre
- Clapham Leisure Centre
- Flaxman Sports Centre
- Canons Leisure Centre
- Rivermead Leisure Complex
Reigate and Banstead
- Banstead Sports Centre
- Donyngs Leisure Centre
- Horley Leisure Centre
Kensington and Chelsea
- Chelsea Sports Centre
- John Orwell (Wapping) Sports Centre
- Mile End Park Leisure Centre
- Whitechapel Sports Centre
- Walthamstow Leisure Centre
- Peter May Sports Centre
- Jubiliee Sports Centre
- Marshall Street Leisure Centre
- Porchester Centre
- Queen Mother Sports Centre
- Seymour Leisure Centre
- St. Augustines Sports Centre
- Cathall Leisure Centre
- Chalfont Leisure Centre
- Chesham Leisure centre
- Bartholomew Sports Centre
- Chipping Norton Leisure Centre
- Windrush Leisure Centre
- Abbey Sports centre
- Didcot Leisure Centre
- Henley Leisure Centre
- Park Sports Centre
- Thame Leisure Centre
- Queens Diamond Jubilee Centre
- York Waterworld And Fitness Centre
What is the Better complaints procedure?
You can provide a comment or complaint directly to a member of our staff or via one of the other methods of contact. All feedback will be replied to by the delegated premises or department member of staff. You should receive a response in writing within 3 working days and will also receive details on the review process.
If you are dissatisfied with the response or decision regarding your complaint you may ask for the response / decision to be reviewed. Such a request must be in writing and received by Better within 15 working days of you receiving the initial response. Our Centre Manager will review the complaint and the decision / response given and provide a further response. You should receive a response in writing within 5 working days and will also receive details on the appeal process.
If you remain dissatisfied and feel that the decision you have received is unfair or incorrect (i.e. not in accordance with policy, procedures or rules) you may appeal in writing to a Senior Manager. Such a request must be in writing and received by Better within 15 working days of you receiving the first response. Please set out the grounds for appeal (such as non-adherence to a policy, unfair or incorrect application of rules or policy, new information and evidence supporting the customer’s claim or complaint, etc.). The appeals will be reviewed and considered by our Senior Manager who will issue a final response and decision within 10 working days. This decision is final and there is no further stage of appeal.
Why am I being asked to complete an extra level of security?
3D-Secure is a security system that provides extra verification between banks and debit and credit cards when making online purchases. It confirms that you are the owner of a card through the use of a security code.
Depending on the type of card you are using it is called “MasterCard SecureCode”, “Verified by Visa” or for American Express cards “Safekey”.
When you make a purchase your card issuer may ask you to provide a security code to authorise and complete the transaction. This security code is generated by your card issuing bank and delivered to you as per your bank's chosen passcode/password delivery method. If you do not have a 3D Secure passcode or password you may be able to enrol at the point of transaction authorisation or you may need to contact your bank.
When will I need to enter this passcode / password?
This additional level of security will be applied to authorise transactions. If the 3D Secure passcode/password is incorrect and 3D-Secure authentication fails you will not be able to use the card to fund a transaction until you successfully complete the 3D-Secure password question from your bank.
What gym membership options do you have?
We have gym only memberships which is a great option if all you like to do is cardio, weights and resistance machines. Check out these great options on the memberships page.
*Please note gym memberships only applies to selected centres
Do I need to have an induction to use the Gym?
Currently we are not offering inductions for the gym, we have three personal trainers who offer free taster sessions, for details please visit reception.
What is the minimum age to use the Gym?
We have Junior gym sessions for 11-15 year olds, these are supervised to ensure they are getting the best out of their workout.
Do I need to be a member to attend one of your classes?
No you don't, you simply need to register and pay the non member rate for the class. Please note that it may take some time to register, so please leave enough time to do this before your class.
What level are your fitness classes?
We offer a wide range of classes to suit all abilities. Some even run introductory classes which can help you familiarise yourself with the equipment and the class.
What payment options do you have for corporates?
You may qualify for a discount if you have a certain number of employees at one of our centres. We also have full or part company contributions to help make your workforce fitter, healthier and more productive. Check out our Corporate Memberships page for more information.
Is my company eligible for corporate memberships
We work with a number of pre-selected nation-wide companies to offer their staff a discounted rate on our Better Health and Fitness membership across the Better Leisure Network.
See if your company is selected, so you can redeem a great rate on our Better Health and Fitness memberships.
What temperatures are your pools?
This does vary dependant on the purpose of the pool. A learning pool will be warmer for the kids than a fitness pool will be. Just ask one of the team at your centre for the temperature.
Do you run adult swimming lessons?
Yes of course! We offer a wide range of lessons to suit any ability. Check out our Swim School site for details.
What are your swimming pool rules?
1. Under 8's and non-swimmers under 16 must be accompanied by a competent adult swimmer.
2. No more than two under 8's or non-swimmers under 16 to each competent adult swimmer*.
3. The competent adult swimmer must actively supervise under 8's and non-swimmers under 16.
4. Under 8's and all non-swimmers must remain in shallow water.
5. We strongly recommend that under 8's and all non-swimmers should use armbands and/or an appropriate buoyancy aid.
Are you a non-swimmer over the age of 16? For your safety, we recommend that a competent adult swimmer should accompany you in the water.
*Children under 5 must be accompanied on a 1-2-1 ratio by a competent adult swimmer at The Chiltern Pools, Amersham
What sessions are on offer?
Currently we have Swim for fitness in our 50m Olympic pool or Swim for all in our diving pool on selected days in the week. All of these can be booked online or via our app.
Are your Crèche's approved and accredited?
All of our Creche facilities are Ofsted registered. This means that we are regulated and inspected to achieve excellence in the care of the children that attend.
Will centres be affected during school holidays?
For up to date information please visit the borough brochures available on the borough sites.
What Lessons and Courses are available?
We have a dedicated website which handles all our sports course bookings. These include various sports, swimming, performing arts and more.
Can I make bookings at the centre or by telephone?
Yes you can. Simply pop in directly and speak to the reception team or call the relevent centre.
About booking online
1. Online bookings are open 24 hours a day.
2. Prepaid and Pay & Play Members are able to book activities up to 14 days in advance, from 10pm on the sixth day.
3. Non-members can book up to 5 days in advance, from 9am on the fifth day. Activities must be paid for at time of booking.
4. When you arrive at the centre, you can use the kiosk to get your admission ticket and then swipe/scan yourself in via the turnstile (where available).
5. If you are a Prepaid member booking an activity that is inclusive of your membership and need to cancel your activity, you can do this online. However, if you cancel less than 5 hours in advance or you are a 'no show', you are liable to pay the cost of the unused activity in addition to your monthly subscription.
6. Any paid for activity booked online is non-refundable.
7. Adults participating in a junior activity must be booked as an adult activity.
What access facilities are available at a leisure centre?
These are available on the borough brochures on the borough sites.
When do you offer male, female or unisex sessions?
For up to date information please visit the borough brochures available on the borough sites.
Can I hire facilities at a leisure centre?
Please contact your local leisure centre to find out.
Do I have to pay for a locker?
Our locker facilities are chargeable and are either 20p (non-refundable) or £1 (refundable).
Please remember to bring change with you for your visit and speak to a member of staff with any questions.
Is there a place where I can leave a pram or pushchair within the venue?
Yes we have a buggy park located by our training pool changing rooms.
Can any one book onto a lesson or course?
Yes – we have a wide range of lessons and courses available including both sporting, performing arts and dance broken down by stage or age to make it as relevant as possible to your ability. We have a large Adult programme as well.
Do you have an easy way to pay for my lessons or course?
Yes we have three simple options of payment which include:
12 equal monthly payments that are debited from your account on the 1st of each month and pay for that month in advance. If you start mid-month, we ask for a pro rata (part) payment, depending on the time of month you join. In addition you will pay your 30 Day Cancellation period upfront which calculates as 1 month upfront.
You don’t have to worry about rebooking or your child losing their place, as your child will be on the class continuously. That said, there’s no contract – you can cancel the payment at any time. Direct Debit customers enjoy a 5% discount.
Which is a one-off payment which covers your child’s lessons for the whole year. Annual customers receive a 10% discount. Please note that there is no refund available if you decide to discontinue lessons part way through the year.
Pay for 14 weeks of lessons from the day you join. You will receive reminder communication when you are required to repay. Please note you will need to repay before the start of your last lesson. Refunds or credits are not given for lessons missed through illness or holidays.
Annual and direct debit customers also receive free swimming at selected times within your local borough. Please note price discounts aren’t available in all centres.
What do we need to bring to my lesson or course?
- Lots of enthusiasm! - Your confirmation of payment
- Suitable attire for the sport. - Towel (especially for Swim School!)
- Bottle of Water to keep hydrated - Money for car parking and lockers at the centre
- Please bring socks for trampoline lessons
- For Swim School you will be provided with a hat to wear during the lesson.
What if my child has a medical condition?
We ensure that equality is maintained within the centre, part of the registration states if you or your child has a medical condition. If uncertain please speak your GP prior to booking.
What if I would like to move my child to a different centre/borough?
That’s not a problem please contact reception at your current centre who will then be able to process a transfer request for you. Please note there maybe some price differences between boroughs.
What if I want to change my payment option?
If you are paying via the block payment option, you have the option to change payment methods when you are coming to the end of your 14 week cycle.
If you are a direct debit or annual payment customer, this can be done during block repayment weeks. It’s a good idea to cancel your direct debit a month beforehand – as you pay in advance, that month’s lessons will still be paid for. The same applies if you pay annually. In either case, make sure you choose the right date to start block payments, so that there are no payment gaps. Please note that unfortunately we cannot guarantee places on the programme if you change payment options.
What if I wish to cancel?
We do not wish to see you leave us, but if you are thinking of leaving us please speak to the Lessons and Courses lead initially to discuss the reason behind your decision, there may be a resolution. If there is no resolution and you still wish to continue then the following steps are to be taken depending on your payment option:
Block payments: you will have paid for 14 lessons, unless you repay you will automatically be removed from the register.
Direct debit: Please email firstname.lastname@example.org to cancel your direct debit with the pupils name and membership number plus date of birth.
Annual: Please complete our enquiry form to cancel your direct debit with the pupils name and membership number as well as the reason for leaving. Enquiry form >>
What if my lesson is cancelled, will I be charged?
If a lesson is cancelled for any reason whatsoever, you will not be charged for that lesson; once again there are methods in place depending on your payment type:
For annual and block paying customers, we will credit your account for lost time – you’ll receive the credit upon your next booking.
For direct debits, we will credit the associated bank account – please speak to the Sports Course lead for information.
Please note all credits are at the discretion of the General Manager at the Centre.
Do you offer private tuition?
Yes we do. We can deliver either 1 pupil to 1 Teacher or 2 pupils to 1 Teacher. Please enquire at your local centre for more information on availability and pricing.
Are the sessions mixed?
We aim to ensure that we accommodate all participants’ needs and abilities. Please check your local facility.
What is the teacher pupil ratio in each class?
Our classes whether they are in the swimming pool or in one of our dryside activities coincide with the respected National Governing Bodies for teacher pupil ratio; this gives pupils the chance to interact with one another and gives the teacher quality time with each pupil to develop their individual needs. Ratios may vary slightly between different levels and age groups.
What if I have an issue/complaint regarding my Lessons and Courses?
Firstly please speak to the Manager on Duty at your local leisure centre to see if the issue can be resolved immediately.
Can I still get access to swimming pools outside my lessons?
If you are a Swim School customer who pays by direct debit you will automatically have access to Better leisure centres within the same partnership. This includes access to Better swimming pools during casual swimming times, so you can continue to practice your skills.
When will Swimming and diving lessons start again?
Normal swimming and diving lessons will resume from week commencing Monday 6th June.
Why aren’t swimming/diving lessons being moved to another Better leisure centre?
We did explore the option to move all of our swimming and diving lesson customers into another Better centrr. However, due to the number of people subscribed to our swimming and diving lessons, there unfortunately wasn’t another Better leisure centre that could accommodate all of our customers.
What happens to my lessons and courses direct debit payments?
As swimming and diving lesson have been frozen during May, no payment will be taken on or around 1st May.
Your June direct debit will be taken as normal. However, this will be reduced to compensate people for the lesson they are missing in the first week of June and for any customers who will also miss their lesson on Sunday 1st May.
What are Better Gift Cards?
Better Gift Cards are a gift that is available as an alternative to traditional gift vouchers often seen on sale in the high street. Better Gift Cards provide much more flexibility and choice than standard gift vouchers, as they may be redeemed at any of our leisure, health & fitness and spa locations across the UK. To purchase a Better Gift Card please click here.
Where can I purchase a Better Gift Card?
Better Gift Cards are available to purchase online or at the following Better facilities; The London Aquatics Centre, Manchester Aquatics Centre, Gurnell Leisure Centre, Streatham Ice and Leisure Centre, Rainbow Leisure Centre, Waterfront Leisure Centre, Crystal Palace National Sports Centre, Clissold Leisure Centre, Swiss Cottage Leisure Centre, Donyngs Leisure Centre, White Horse Leisure and Tennis Centre, and Pancras Square Leisure.
What can I buy with my gift card or e-voucher?
How much credit can I place on a Better Gift Card?
You can purchase with a minimum credit value of £10.00 and a maximum of £250 per gift card or e-voucher. The total purchase limit for total gift cards or e-vouchers is £2,500. For any business orders exceeding this limit please contact our corporate team. You can redeem multiple times and at different Better facilities until the amount loaded onto the card has been exhausted.
I have ordered a gift card. When will it be delivered?
Better Gift Cards ordered online and to be delivered by post will take up to 10 working days to be delivered.
How can I check my balance?
You can check your balance on any visit to one of our facilities, simply speak to one of our friendly staff and they will be able to assist you. You can also check your balance online at www.showmybalance.com
Is there an expiry date for my gift card or e-voucher?
For gift cards and e-vouchers purchased online credit will expire 12 months after the last active card or e-voucher use. E-vouchers issued through Better referral programme will be valid for 6 months from the issue date.
I have spent the money on my Better Gift Card. What do I do with it now?
You can top up the balance on your card at any of our leisure, health & fitness and spa facilities across the UK. Simply speak with a member of staff at reception and they will assist you.
Can I get the cash back from my gift card or e-voucher?
The value on your Better Gift Card or e-voucher cannot be refunded or exchanged for cash. Any value credited on a card must be used as full or part payment only at any Better facility or Spa Experience across the UK. Participating locations can be found here.
What happens if my gift card is lost, stolen or damaged?
You should treat your Better Gift Card like cash. If your card is lost, stolen or damaged you will lose any remaining balance on the card.
If you or the recipient accidentally delete the email containing the e-voucher please contact us here.
What are the gift card terms and conditions?
Once activated the value of this Better Gift Card can be used as full or part payment only at any Better facility or Spa Experience in England, Wales and Northern Ireland. Participating locations can be found at www.better.org.uk. The full value of the transaction cost is deducted at point of sale. Any remaining balance will be stored on the card and may be used to pay for future purchases. Any credit remaining on a card will expire 12 months following the last active card use, and 6 months for e-vouchers issued through Better referral programme. The value on the card cannot be refunded or exchanged. Treat this card like cash – if it is lost or stolen you will lose the balance of funds on the card. Better reserves the right to amend these terms and conditions at any time or withdraw the card with reasonable notice. For full terms and conditions, balance enquiries and gift card enquiries please visit https://www.better.org.uk/giftcard
Better is a registered trademark and trading name of GLL (Greenwich Leisure Limited), a charitable social enterprise and registered society under the Co-operative & Community Benefit & Societies Act 2014 registration no. 27793R. Registered office: Middlegate House, The Royal Arsenal, London, SE18 6SX. Inland Revenue Charity no: XR43398.
What is the difference between a gift card and an e-voucher?
You can redeem a gift card and e-voucher in the same way, for the same products and services.
Gift cards are available to purchase online or at our Better facilities. E-vouchers can only be purchased online and are emailed to you or a recipient of your choice.
Gift cards can be topped up and re-used, whereas e-vouchers cannot be topped up.
How will I get to the Copper Box Arena?
Your borough will provide transport for competitors to and from the event, the Copper Box Arena is a 3 minute walk from Hackney Wick Station (London Overground) or Stratford Station via Westfield Shopping Centre (Central, Jubilee, DLR and mainline routes).
What is the start and finish time of the event?
Registration starts from 10.15am and the presentation ceremony should be finished around 4.30pm.
Is there an entry fee?
Yes, competitors pay £3.00 which must be paid to the Club Games Coordinator prior to teh games. There is also a spectators fee of £2.00.
Will there be other activities on the day?
Yes, there will be lots of entertainment throughout the day and watch out for our special guests.
When I finish my activity, do I stay or may I leave?
You may leave, if you have organised your own transport. Coaches will depart at 4:30pm but we’d love you to stay for the games closing cermony.
Do I have to provide my own equipment?
Yes, however we will provide balls, shuttlecocks and dominoes.
Will there be lunch/refreshments?
Complimentary tea, coffee and biscuits will be provided on arrival. You may bring your own lunch or purchase refreshments at the Copper Box Arena.
Can I keep my t-shirt?
Yes. You will be given a team coloured t-shirt on arrival, which must be worn when participating in your event.
If I win my activity, do I get a trophy?
Yes, winners of individual sports will receive a team trophy. The overall winning team will receive the
winning plate for one year.
How do I know if my local leisure centre or gym is cashless?
Signage in the participating cashless centre or gym will communicate the facility is cashless. If you are still not sure, please ask a member of staff at your local leisure centre or gym.
Why are some of your leisure centres and gyms cashless?
In 2018, for the first time in the UK, more than 50 percent of retail purchases were made via cashless transactions and it’s a trend that’s accelerating. Better is keen to keep up with customer service trends that reflect consumer preferences. The move to cashless in participating leisure centres and gyms reduces customer queues in the centre, saves costs in handling money and eliminates the potential for cash thefts. The move does not affect members on monthly direct debits, or annual memberships unless you want to make use of additional activities and facilities outside of your current membership.
How can I pay if I can’t pay with cash?
At participating cashless centres and gyms, payment for all services and activities, including fitness classes, gym, swim sessions, café and shop purchases will only be accepted when purchased online (where applicable), via card or mobile transactions in-centre or over the phone
How can I pay for casual activities?
You can book casual activities in participating cashless leisure centres or gyms, online via the website or over the phone. If you would like to book in-centre you can do so by using our tablets, kiosks or at reception by card.
Can I purchase gift cards in centre?
Yes, gift cards are available to purchase in participating cashless leisure centres and can be used on all of our goods and services. We will only be accepting card payments for gift cards and cards can be topped up at any point.
My children don’t have credit or debit cards and usually pay with cash. How can they continue to use the facilities if I’m not there?
You can pay for your child’s visit by card in advance online or by phone. Alternatively, we have partnered with Nimbl, a pre-paid debit card and smartphone app with unique parental controls, helping children aged 8-18 learn how to spend and save responsibly. More information can be found on their website. Alternatively, contact Nimbl via email: email@example.com or call Nimbl on 02476 994 000.
Will I be able to pay for drinks or snacks with cash?
In participating cashless centres and gyms, vending machines and cafés will not accept cash.